Senior Manager, Customer Success - CS Ops

Senior Manager, Customer Success – CS Ops

Location: Houston, Texas or US Remote
Model of Work: Hybrid if located in Houston, TX or Remote with Travel if the work location is US – Remote

Are you excited by challenges? Do you enjoy working in a fast-paced, international and dynamic environment? Then now is the time to join Quorum Software, a rapidly growing company and industry leader in oil & gas transformation. Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors, throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth.

Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies.

• Lead the design, deployment, and administration of the Customer Success Platform (CSP), ensuring alignment with customer journey stages, segmentation models, and success workflows.
• Partner with IT, Rev Ops, and Customer Success leadership to integrate CSP with Salesforce (or other CRM), product usage data, billing systems, and support tools.
• Manage data hygiene, user access, governance, and reporting across the CSP environment.
• Establish standardized playbooks, triggers, and automation to drive proactive engagement and renewals forecasting.
• Lead vendor relationship management, including platform roadmap reviews, release testing, and enhancement prioritization.

• Define and maintain core Success metrics (GRR, NRR, adoption, health scores, renewals, and churn analysis).
• Build and maintain dashboards that provide real-time visibility into customer health and portfolio risk.
• Partner with Finance and Sales Operations to align forecast accuracy and renewal performance tracking.
• Support quarterly business reviews and board reporting through analysis of retention trends and expansion opportunities.

• Map and optimize key Success processes including onboarding, health scoring, escalation management, and renewals workflows.
• Implement scalable digital touch models leveraging CSP automation and in-app engagement.
• Drive continuous improvement through data analysis, stakeholder feedback, and emerging best practices.

• Partner with Marketing, Product, and Support teams to close the loop on customer feedback, product adoption, and sentiment insights.
• Serve as a key liaison to IT and Rev Ops for systems alignment and data quality.
• Support leadership in capacity planning, segmentation, and headcount modeling.
• And other duties as assigned.

• 7+ years in Customer Success Operations, Rev Ops, or related SaaS operations role.
• Proven experience deploying or managing a CSP such as Gainsight, Totango, Catalyst, Planhat, or Churn Zero.
• Strong understanding of SaaS retention metrics, customer journey design, and digital success strategies.
• Advanced Excel and Salesforce skills; experience with BI tools preferred (e.g., Tableau, Looker, Power BI).
• Excellent communication and stakeholder management skills.
• Strategic, analytical, and execution-oriented mindset with the ability to operate in a fast-paced environment.

• Private equity or high-growth SaaS environment.
• Exposure to renewals forecasting, customer health modeling, and AI-driven success automation.
• Prior experience developing CSP data architectures and reporting frameworks.

• Salary commensurate with experience ($122,400 - $160,000 US Dollars) with bi-weekly pay via direct deposit. Posted salary ranges are made in good faith. Quorum Software reserves the right to adjust ranges depending on the qualifications, experience, training, work history, and geographic location of the selected candidate.
• Background Check:
  The successful candidate will need to successfully complete the following clearances:
  Criminal History Check,…